The staff that sold the flooring was excellent. However, the team that was responsible for calling about when the materials would be delivered never called us and have extremely poor communication skills. The whole representative team is in a constant mode of saying, "we will call you back," and never do. Some even just hang up, or leave one on hold for extraordinary long periods of time. I give two exceptions, one of the managers and the delivery person finally did return our call, after many many times of trying to find when our materials would arrive. The whole experience begins in late January when we first purchased our flooring, one rep at the store told us that Lowe's did not deliver? Another rep said that the flooring would be delivered to our garage once it got in. It turns out Lowes does deliver. A good few months later, the team to install the flooring was coming in a few days. So, my husband called and called, about the materials, only to be left on hold, and to no response. He finally got ahold of someone and they said it was there and that it would be delivered on Monday. Monday came and Monday went. He called every day, and no response, as he was placed on hold for long periods of time, and 20 minutes on the phone? My husband also went down to talk to someone at this Lowe's two times, and no one helped him in any way. Then, the 3rd day or so he got ahold of someone on the phone who said that the load would be delivered the next day. That day came and went and nobody called and there was no delivery. The next day he called again. After waiting on the phone for at least 20 minutes, a representative stated that the load could not be delivered as it was raining, and it would come the next day. The next day came and went, and still no flooring and no phone call. Then I thought I would try. I called and waited on the phone for 40 minutes. First, a rep said that the flooring would not be delivered today and that was not on the docket. Then, another rep got on the phone stating that he could find our account, and see what was going on. Then he said that there was no flooring listed as being purchased on our account at all. ?? He said he could see the time when we bought appliances. ?? I asked how was that? He said that he wasn't being allowed to see it. ?? Toward the end of the 40 minute wait time, the assistant manager told me that it was to be delivered today, and he would call to not "leave us hanging". It was 6:30 P.M., and we finally had a phone call stating that the flooring, alas, will arrive and it was being placed on the truck. By the way, we live 7 miles away from the store or 20 minutes away. I called again after waiting two hours, as no truck had arrived. One of the representative said "don't yell at me!" after trying to tell of our terrible experience. No empathy there. We were ready to cancel the entire order, and look for new flooring from another store. We did not receive our order until 8:30 p.m. at night, two hours after the call saying it was on the way. The delivery people were respectful and tried to do the best that they could, and we don't blame them. But the customer service team, and the people who answer the phones are rude, have zero answers and keep one hanging for days. Sad way to treat customers who've paid over $10,000 for materials. read more
